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Turning CX Insights Into Measurable Gains — State of CX Report, 2023 Part 2

How Customer Expectations Are Evolving

Customer expectations continue to rise as digital adoption accelerates. While new channels expand access, they also expose gaps between what customers need and what businesses deliver—making consistency and ease more critical than ever.

Key Findings

  • Nearly half of consumers surveyed had knowingly spoken to a customer service associate who was at home, and almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue. Yet more than 1/3 of business leaders want contact center associates back in the office.

  • 93% of business leaders surveyed believe their companies make it easy for customers to resolve their issues, but only 66% of customers felt this way in return.

  • 92% of business leaders surveyed would like to provide additional training to their customer service representatives, with ‘soft skills’ being the top area of investment and/or improvement.

  • Response vs. Resolution: Chat with an agent increased 7% when it comes to speed of issue resolution, which indicates that consumers are finding chat to be one of the fastest ways to elicit a response as well as resolve their issue.

Why It Matters

Expectations have permanently shifted. Customers now expect fast, effortless experiences across every interaction—yet many organizations still struggle to deliver consistently. Closing this gap is essential to reducing effort, improving satisfaction, and driving long-term loyalty.

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Northridge Thought Leader Partners
Northridge Group Partners represent a collective of experienced leaders including Joni Arison, Lisa Butler, Liz Griffin, and Shannon Neumayer. Together, they bring deep expertise in customer experience, contact center excellence, and business transformation, helping organizations achieve measurable results and sustainable growth.
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